Importance of Trust-Based Relationships

One of the primary pillars of a successful business is the ability to provide extraordinary service to customers. In the book “Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success”, author Leonard L. Berry details each driver and identifies their significance to businesses and customers.


Leonard L. Berry identifies the Nine Drivers of Sustainable Business success as:

  • Leading with Values
  • Strategic Focus
  • Exceptional Excellence
  • Control of Destiny
  • Trust-Based Relationships
  • Investment in Employee Success
  • Acting Small
  • Brand Cultivation
  • Generosity

Berry highlights companies who exemplify customer service and then analyzes their market success.

One of the most fascinating drivers is the Trust-Based Relationship with customers. The trust attitude must permeate the entire organization and start at the top. For this trust to be effective it must exist inside and outside of an organization.

“Relationships are important to companies because they are the link to the future-tomorrow’s customers, tomorrow’s employees, tomorrow’s partners. Relationships with employees and business partners, such as suppliers and independent representatives, help a company forge relationships with its customers. The stronger the relationships, the less likely they are to end. Valued relationships last, helping a company control its destiny and perpetuate itself.”

ConceptDraw MINDMAP templates are a good starting point to being a service inventory of your organization. Use a mind map as a base-line and then start modifying content to align with company goals.

References:
Berry, Leonard L. Discovering the soul of services the nine drivers of sustainable business success. New York, NY: Free, 1999. Print.

 

Learn How To Present Trust-Based Relationships to Your Team

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March, 2010


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